Customer Experience Manager

As a Customer Experience Manager, you will play a pivotal role in driving the successful adoption and utilization of Cisco technologies and services within our customer organizations leading to value realization and growth of our business. You're the primary CX point-of-contact for customers taking end-to-end ownership. You will understand their Business and Technical objectives and develop strategies that will enable them. You will be responsible for ensuring we deliver customer aligned outcomes. You will engage with both executives and technical partners within the customer.

• Drive adoption of software, services and value realization leading to successful renewal and growth. Proactively handle and mitigate renewal risk throughout customer journey and in alignment with Renewals team, leverage risk insights and adoption action plans to increase customer retention rates.
• Develop and maintain strong executive and technical influence with customers and understanding their business challenges and objectives.
• Advocate for the customer within Cisco, ensuring their needs are met and that they receive a high-quality customer experience.
• Accountable for financials including services revenue and margin and making needed strategic financial decisions.
• Build and implement Technical Adoption Plans in partnership with CSS that align with customer goals to improve their technology investments and promote the full use of our technologies.
• Build E2E Customer plan aligning Delivery, Partner, Architecture, and Customer Success adoption strategy and execution.
• Lead Customer Value Workshops and QBRs to review adoption progress and drive customers outcomes and benefits encouraged from Cisco products resulting in successful onboarding, adoption and renewals.
• Be a Technology Evangelist between customers and Cisco’s product teams, providing feedback to advise product development and improvements.
• Stay up-to-date with the latest Cisco technologies, competitive landscape, and industry trends to provide experienced mentorship to customers.

Who You'll Work With

In this role, you'll partner with Customer Technical and Operational Leaders and Executives, orchestrating CX resources across Delivery, Expert Care, Technical Support, Customer Success, Renewals, and Partners to drive value realization. You will collaborate with Sales, Renewals, the SDA team, and Deal Acceleration teams to assist in driving ARR and services growth.

Who You Are

• 7+ years experience in the technology industry & understanding of financials.
• Good understanding of IT/ Infrastructure & Services.
• Demonstrated ability to build relationships with customers.
• Ability to drive cross functional teams to deliver customer outcomes.
• You are a strategic problem solver with a strong background in customer success and technology adoption.
• You possess excellent communication and relationship-building skills, enabling you to develop and build partnerships with our customers.
• You're adept at handling financials, and making strategic investment decisions.
• With a proven track record of driving software and service adoption, mitigating renewal risks, and improving customer dedication.
• You have a deep understanding of Cisco, our technology, and the industry landscape, while acting as a Technology Advocate.

Why Join Us?

Join Cisco's Customer Experience (CX) team and be a part of an exciting transformation! We're reshaping our CX Operating Model to deliver more personalized, proactive, and predictive interactions. As a key player in this journey, focus on value creation for customers across the whole portfolio of products, software, and services. You will help customers maximize the value of their Cisco technology investments. Your role will be essential in encouraging deep trust and forming lasting relationships with our customers.

By joining us, you'll work in a dynamic and innovative environment that values simplicity and customer centricity and work to develop a coordinated, outcome-driven approach to customer engagement. Ensure that every interaction is aligned with the customer’s needs and accelerates their ability to realize outcomes effectively.

We celebrate diversity and believe that varied perspectives drive innovation and excellence. You'll collaborate with cross-functional teams focused on technology service delivery and software adoption leveraging data-driven insights to create a seamless customer experience.

Be part of a high-energy team that prioritizes innovation, empowerment, diversity, and growth. Together, we'll set new industry standards and redefine the future of customer experience. If you're passionate about making a difference and eager to be at the forefront of CX innovation, here is the place for you!

Why Cisco?

#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters – with people like you!

Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most exciting of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world – whether through 5G, or otherwise.

We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another – from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).

We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! #WeAreCisco